Communications Regulatory Authority

Activation of unwanted services 1,082
Non-portability of a mobile number 803
Challenge of amounts charged - Rates and fees not correctly charged - 618
Reduced-rate fees for special social needs
Non-activation of a requested service 447
Service outage 382
Non-deactivation of a service 292
Poor quality of service – Faults and repair time 272
Various contractual aspects and unconscionable clauses 238
Unwanted deactivation of a service 131
Non-relocation of a telephone line 83
Information denied or not properly supplied in accordance with the Service Charter 59
Reports submitted for information purposes only but not containing 84
any notification of malfunctioning
Complaints relating to special-rate services (199, 899, 878, etc.) 36
Traffic records 33
Contract withdrawal under article 5 of legislative decree no.185/99 – not allowed 27
Problems involving telephone directories 23
SIM card lock/unlock - Problems involving cellular phone cloning 21
Non-compliance with the Service Charter 18
Mobile phones: activation of unwanted SMS services 11
Problems involving telephone cards 8
ADSL line covered by another operator or not receded 9
Miscellaneous 300
Source: data processed by AGCOM
The following chart shows complaints handled by UGS in 2005, broken down
per operator. Undertakings against which not more than one complaint was received are
not included.
The following figures are absolute values and cannot represent grounds for
comparison among operators, as they should be related to the actual number of active
users.
As already mentioned, a significant aspect monitored by UGS concerns reports
of activation of services unwanted by customers (see table 2.18. below).
Figure 2.4. Number of complaints handled by UGS, broken down per electronic communications operator
UNIDENTIFIED OPERATOR
ALBACOM
ALCOTEK GROUP
BRENNERCOM
EDISONTEL
ELINET
ELITEL
EUTELIA
1 10 100 1,000 10,000
199